Frequently Asked Questions
What is Story?
Story is a Premium Sneaker, Collectibles & Apparel consignment store Experience, which means pre-approved individuals bring in their own supply of products for us to sell on their behalf. Each and every item is authenticated and verified to be in either new, unworn condition, or in acceptable pre-owned condition by our trained expert staff. All items for sale are clearly stated, new or pre-owned.
Are your products legit?
All Story merchandise is 100% authentic, guaranteed. Our team of expert authenticators puts every item through a 10-point verification system to ensure its legitimacy. Once verified, our items are tagged with a unique serial authenticity tag to ensure what you receive has been authenticated by us.
Can I consign my items with Story?
We are in the process of finalising our online consignment portal and full consignment offering and will be launching it to the greater public as soon as we are ready. If you would like to join our pilot phase, please bring your items into our physical store and our team will gladly take you through our process.
Why was my order cancelled?
An order can be cancelled for a variety of reasons. One reason is because we could not verify the payment details provided. In these instances, we invite you to place your order again using a verified alternative payment method. We may also cancel your order if an item(s) within your order become unavailable prior to preparing your order for shipment. For all cancelled orders, a full refund of the item(s) will go back to your original form of payment. Please read our full T&C's here
What precautionary measures is Story taking around COVID-19?
Story follows all government-mandated guidelines for limiting capacity, requiring masks for customers and employees, and enforcing social distancing measures inside our store. In addition, we have undertaken enhanced cleaning procedures, and require all employees & customers to sanitise their hands & complete a temp check before entering the store.
Where can we find your store in Cape Town?
We are located at 166 Buitengracht Street, Cape Town City Centre, Cape Town. Please visit our location page here
How can we contact you?
Our Customer Care team is here for you MON-FRI between 10AM - 5PM. Feel free to send us an email at email@example.com or use our live chat button in the bottom right of your screen. You can also visit our online contact form here
Do you offer Returns, Refunds & Exchanges ?
Regrettably, due to products sold via our online and our retail channels being of a consignment and after-market nature, we are unable to offer returns, refunds, or exchanges of any kind. All sales are final. Please read our full policy here
How do you determine the prices of your products?
Story is a consignment marketplace, which means that we sell items on behalf of other individuals. The final determination on price is made by the consignor, but we work with them to help price items competitively as possible.
When will I get my order?
We currently offer three different domestic shipping options, delivered to your door with our courier partner.
- Standard (2-4 Business days) at a flat-rate of R100
- Express (1-3 Business days) at a flat-rate of R200
- Overnight (Next Business day) at a flat-rate of R300
Shipping rates apply once your item has dispatched from our warehouse, depending on your location.
- Orders placed before 10am on weekdays will be dispatched the same day*
- Orders placed after 10am on weekdays will be dispatched the following business day.*
- Orders placed on weekends will be dispatched the following business day.
We now offer International shipping with Aramex!
Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility.
International delivery on average is 7 working days, however it can take anywhere from 5-30 days to arrive, depending on the regulatory authority in your country.
All orders are shipped in protective shipping boxes or packaging to protect the contents of your order as best we can. Please note, we are not responsible for any damage while in transit. View our full shipping policy here